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FREQUENTLY ASKED QUESTIONS

We want to make your shopping experience with DEAN & DELUCA as easy and pleasant as possible. Here are the answers to the questions our customers ask us most often.

What is the history of DEAN & DELUCA?

The corner grocery store grew up with the neighborhood, and occupies a busy corner in SoHo in what has become the most vibrant artists' haven in the world. In the early days, Joel Dean and Giorgio DeLuca traipsed around the world to find artisan-produced foods that pleased their customers, not to mention themselves. They wanted products that fired their imaginations, challenged their tastes and turned dinner into a creative exercise.

Giorgio and Joel's dream of a place that would offer customers a sumptuous celebration of food, a place to experience all of the pleasures that cooking and eating can bring, the original DEAN & DELUCA, opened for business in September 1977. Artist and founding partner Jack Ceglic designed the original store to evoke a turn of the century food department, with high ceiling fans spinning over a vast array of products that lined the high, white walls. Joel Dean and Giorgio DeLuca searched for handcrafted products and artisan foods and imported their discoveries into their enchanting emporium. On display was a staggering variety of produce and foodstuffs, including many never previously sold in this country.

A MOVE
In 1977, a need for more space began the expansion to the 10,000 square feet of an Army/Navy store, and to Jack Ceglic's plan for a new outdoor marketplace concept.

The result? Massive exposed columns, Carrarra marble floors, white tile walls, stainless steel shelving and display cases, ample room for meat and fish, bakery and pastry, cheese, candy and coffee display counters.

EXPANSION
The new DEAN & DELUCA opened in 1988 with four times the space. Soon, smaller retail outlets were to follow, in Manhattan's Rockefeller Plaza and in the Paramount Hotel. Espresso Bars were opened in locations around New York and in Washington, D.C., and in 1993, a second store with 10,000 square feet opened on Market Street in Washington, D.C.'s Georgetown District. Since then, DEAN & DELUCA has opened stores in Charlotte, Kansas City, Napa Valley and Tokyo that have become epicenters of epicurean excellence in their locations.

TODAY
Today, DEAN & DELUCA still offers the very best in service, quality and of course, selection. Epicurean treats for cooking, eating and entertaining abound even as they did in the original DEAN & DELUCA back in the '70s. DEAN & DELUCA has a team of International food experts who search for the best and newest food products from around the globe. They also have launched a new wine division and can recommend the best food and wine pairings for any event or for that special dinner at home. Please stop in for a visit.

 

What are your retail locations?

Dean & DeLuca full-service stores
SoHo Store 560 Broadway, New York, NY 212. 226. 6800
Toll-free:
800. 999. 0306
Madison Store 1150 Madison Ave., New York, NY 212.717.0800
Georgetown Store
3276 M Street, NW, Washington, DC
202.342.2500
Toll-free: 800.925.7854
Charlotte Store
6903 Phillips Place Court, Charlotte, NC
704.643.6868
Charlotte Wine Room
6822-J Phillips Place Court, Charlotte, NC
704.552.5283
Napa Valley Store
607 South St. Helena Highway, St. Helena, CA
707.967.9980
Toll-free: 877.332.6946
Kansas City Store
4700 West 119th Street, Leawood, KS
913.498.3131
The Kuwait Store P O Box 181 Safaat 13002, Kuwait, The Avenues +971.4.420.0336
The Yaesu Store (Japan) JR TOKYO STATION B1F - GRANSTA, 1-9-1 MARUNOUCHI, CHIYODA-KU, TOKYO 100-0005 81.3.5288.8040
The Nagoya Store (Japan) Nagoya Midland Square B1F 4-7-1, Mei-eki, Nakamura-ku, Nagoya-city, Aichi, 450-6290 Japan 81.52.527.8826
The Shibuya Store (Japan)
2-24-1 Shibuya Shibuya-ku, Tokyo, Japan
81.3.3477.4795
The Shinagawa Store (Japan)
2-18-1 Atre Shinagawa 2F. Konan, Minato-ku, Tokyo, Japan
81.3.6717.0935
The Taipai Store (Taiwan)
No.39, Fu-Hsin South Rd. Section 1, Taipei 105, Taiwan
+886.2.6600.8888


Dean & DeLuca cafés
New York Times Café 620 8th Ave Retail Space B 212.221.0312
Paramount Hotel Café 235 W. 46th Street, New York, NY 212.869.6890
Rockefeller Center Café
9 Rockefeller Center, New York, NY
212.664.1363
Broadway Café
100 Broadway, New York, NY
212.577.2153
Time Warner Café
10 Columbus Circle, New York, NY
212.765.4400
The Market Café 7804 Rea Road, Charlotte, NC 704.541.7123
The Market Café
201 S. Tryon, Charlotte, NC
704.377.0037
The Dubai Café (Dubai) The Old Town Commercial Island Burj, Dubai +971.4.420.0336
The Seijo Café (Japan) Corti Seijo 1F 6-5-34 Seijo, Setagaya-ku, Tokyo, 157-0066 Japan 81.3.5429.1451
The Roppongi Café (Japan) Tokyo Midtown B1F 9-7-3 Akasaka, Minato-ku, Tokyo, 107-0052 Japan 81.3.5413.3585
The Marunouchi Café (Japan)
1-4-5 Marunouchi, 1st Floor Chiyoda-ku, Tokyo, Japan
81.3.3284.7071
The Aoyama Café (Japan)
2-14-6 Kita Aoyama 1F. Minato-ku, Tokyo, Japan
81.3.3475.8005
The Haneda Cafe (Japan)
3-3-2 Haneda Airport 1 B1F. Ota-ku, Tokyo, 144-0041 Japan
81.3.5757.9605

 

How do I request a catalog?

You may view our online virtual catalog or call 800.221.7714 to request one be mailed to you.

We do not send catalogs to international addresses as we are unable to ship products to post office boxes, foreign countries or to APO/FPO addresses at this time.

Please see Shipping Information for more information on where we ship products.

How can I learn about employment opportunities with DEAN & DELUCA?

Employment oppurtunities with Dean & DeLuca can be viewed here.

How do I contact your marketing representative?

Our staff is ready to assist you with your order and answer any questions you may have, 7 days per week, by phone or e-mail.

Phone: 316.821.3200

Toll Free: 800.221.7714

Fax: 800.781.4050

Monday - Friday 8 a.m. - 9 p.m. (C.S.T.)

Saturday 10 a.m. - 6 p.m. (C.S.T.)

Sunday 12 p.m. - 5 p.m. (C.S.T.)

To contact the DEAN & DELUCA store nearest you, please visit Store Locations

Mail

DEAN & DELUCA

Attn: Customer Assistance

4115 E. Harry Wichita, KS 67218

E-mail

If you are looking for detailed product information, we recommend you contact our experts via e-mail: customercare@deandeluca.com

*To ensure successful delivery of e-mails from DEAN & DELUCA, please add customercare@deandeluca.com to your address book or approved sender list.

E-mail Directory

Customer Assistance customercare@deandeluca.com

Corporate Gifts corporate@deandeluca.com

Catering catering@deandeluca.com

Employment Opportunities careers@deandeluca.com

Media Contact dd_media@deandeluca.com

Do you sell wholesale to other retail stores?

Yes, with the exception of wine. For more information, please contact our Private Label Division at 877.347.4941.

Are franchise opportunities available?

Thank you for your interest in franchising. At the present time, we are 100% company-owned stores and do not plan to franchise. Our dedication to quality and strict service guidelines mandate that we keep total control of our stores.

How can I get replacement tubes for my Spice Rack or replacement tins for my Metropolitan Rack?

Please call 800.221.7714 to inquire about the tubes. They are delivered prepackaged with spices. See Spices & Herbs for tins prepackaged with spices. We're sorry but, empty tubes or tins are not available.

Can I purchase the labels used on your tins?

The labels affixed to our tins of pre-packaged spices are not sold separately.

Where can I find the DEAN & DELUCA products that I've seen on the TV shows Gossip Girls and Heroes?

Some items can be found on our website while others may be only available in our stores. If you are having difficulty finding one of our products, please contact us at 800.221.7714.

What is DEAN & DELUCA's Product Guarantee?

We have selected products for their outstanding quality and hope you will be delighted with your purchase. If, for any reason, you or those who receive your gifts are not pleased, within 30 days of receipt we will gladly accept your return and replace your purchase or offer a full refund.

For assistance, please contact customercare@deandeluca.com or call 800.221.7714.

How can I unsubscribe from your email newsletters?

At the bottom of our newsletters is a "Unsubscribe" link. Clicking it immediately removes your email from the list. Nothing more is needed. You may be asked to take a short survey after unsubscribing, but completing it is optional. You are already unsubscribed when the survey opens.

How do you get email addresses?

We never purchase email lists. Our corporate policy is very strict about aquiring email addresses. One way is, of course, for you to sign up for the newsletters. Another is to enter one of our give-aways sponsored by us or a partner. In these cases, the terms and conditions will inform you that the address will be added to our newsletter file. However, you may unsubscribe anytime.

Do your retail stores carry the same products as the Web site and the catalog?

While our retail stores offer the widest variety of products, many of these products are also offered on our Web site and through our catalog. When you shop online, our bazaar without borders brings a host of extraordinary foods, gifts and kitchenware that are exclusive to our Web customers.

If I order online or by telephone from the catalog, can I pick up my order at one of the retail stores?

All items are shipped from either our fulfillment center in Wichita, Kansas, our wine warehouse in Napa, California, or directly from our purveyors.

However, you may call any of our retail stores directly to order any products they carry, which they will ship or hold for you to pick up in person.

For the addresses of our retail stores, see Store Locations.

Where can I find a DEAN & DELUCA store phone number or address?

See Store Locations for the telephone numbers and addresses of all of our stores.

Do you have a wedding registry?

We are planning for a Web wedding registry in the future. At the moment, we do have an in-store registry service. Please call 800.999.0306 for more information.

How do I purchase a gift card online?

To purchase a gift card online, click here.

We will send the gift card via UPS Ground service in a handsome mailer with your personal message and our latest catalog. The shipping charge for gift cards is free, regardless of gift card amount. Credit cards are not charged until your order ships, and at that time, the correct amount for shipping is charged.

Please note, Gift Cards may not be redeemed for cash or applied as payment to any account unless required by law. The value of this Gift Card will not be replaced if lost, stolen, physically damaged or destroyed, or used without your permission. Use of gift cards issues by DEAN & DELUCA means that you accept these terms and conditions.

 

 How can I redeem my gift card?

You can redeem a gift card on our Web site, by phone, by mail, or in person at our retail stores.

On the Web site, the gift card number and 3-digit access code will be entered under the Payment Information section of checkout.

By phone, please provide the gift card number at time of Payment.

In person: Simply present it when you make a purchase at any of our retail stores. For more information, please call our customer care Center at 877.826.9246.

To obtain account balance, click here.

Do you gift wrap?

Our signature Dean & DeLuca gift box is $8 with any purchase of a non-perishable item. Items that are perishable and/or come in a pre-selected gift sets are not available for this service.

How can I order a custom gift basket?

You can use our new Create Your Own Gift Basket tool. It will allow you to choose a vessel and fill with items that you personally choose. You may also call our New York City retail store at 800.999.0306 or our St. Helena, California retail store at 877.332.6946 and ask for assistance with a gift basket.

How do I order online using catalog numbers?

Product numbers in our catalog and on our Web site are the same. You may enter the item number of your catalog selection into any Search box on our site to locate a product. Then, order the product with a click of the order button that appears on every product page. You may also simply enter the catalog number into our search feature to find your product.

Can I place an order now and have it delivered at a later date?

Yes. We can hold an order for delivery on the date you specify. However, in order to maintain our standards of freshness and to guarantee the availability of the product, we are unable to hold orders more than two weeks.

When you order online, you can specify a later ship date during checkout. You may also request this service if you place your order by telephone with our Contact Center, 800.221.7714.

If you are shipping to one address and would like part of the order shipped right away, and part in the future, you may request this service if you place your order by telephone with our Contact Center, 800.221.7714.

What forms of payment do you accept?

For your convenience, we accept Visa, MasterCard, American Express, and of course DEAN & DELUCA gift cards, when you order online, over the phone or by catalog.

How is sales tax calculated?

There is no sales tax on products shipping to states where we do not have a retail location. Sales tax applies to nonfood items in California and District of Columbia. Sales tax applies to non-food items and shipping charges in New York. Sales tax applies to all items, including food and shipping, in Kansas and in North Carolina.

How do I use a promotion code?

While checking out, there is a Promotional Code box in the bottom of the Shopping Cart. Simply enter your code and click ??Apply.?? Please note that customers may only use one promotional code per order.

Can I include multiple products in the same gift box?

Yes. When checking out a link will appear next to eligible items in your shopping cart asking if you would like to bundle them in a gift box. Click on this link to select products in your cart that you would like to group together.

What is your return policy?

We are confident you will love your selection. If for any reason you wish to send it back, we accept returns within 30 days of receipt of the package.

Return the product to the address below via UPS or Parcel Post (please keep your receipt should you need to track your package). Remember to insure it for full value. Be sure to complete the return form on the back of the invoice and include it with your package. Please note that all components of a gift set or collection must be returned.

We regret that shipping and handling charges are non-refundable. Shipping and handling charges will be applied to all exchange orders. If a product is damaged or defective, its replacement will be shipped free of charge.

DEAN & DELUCA
Returns Department
2526 E. 36th Circle North
Wichita, KS 67219

For your convenience, we also accept returns and exchanges of items purchased at deandeluca.com or through our catalog at any of our retail locations.

If you have questions about our return policy or the return of perishables, please contact our Customer Assistance Department at 800.221.7714, or e-mail us at customercare@deandeluca.com

How do I know that my online transactions are safe?

DEAN & DELUCA is diligent in protecting the security of the personal information you share with us by using sophisticated encryption and authentication tools. In addition, we urge you to keep your password in a safe place and not to share this with anyone. Also, please remember to sign off your account and close your browser window when you have finished your visit. For additional information regarding the security of our Web site, please review the information below.

Industry Leading Security

All of your order information is confidential and encrypted so it cannot be accessed by anyone outside DEAN & DELUCA. We use industry- leading technology called Secure Sockets Layer (SSL) to ensure that your information and credit card number are safely transported online to our secure system at DEAN & DELUCA.

Security Guarantee

Rest assured that you are not at risk when you place an order with DEAN & DELUCA. In the highly unlikely case of fraud, we will assume responsibility for any fraudulent charges and work with your credit card company to resolve the issue.

If you suspect fraudulent use of your credit card, please notify your credit card provider and place a report, then contact DEAN & DELUCA via e-mailcustomercare@deandeluca.com or call 800.221.7714. DEAN & DELUCA will cover the maximum credit card liability of $50.

Security Enabled Browsers

The most commonly-used browsers (Netscape Navigator and Communicator, Internet Explorer, and AOL) all support secure sockets. You'll know for certain that you have moved to a secure section of the site because the "location" or "url" at the top of the page will begin with "https" rather than "http" ("s" stands for "secure"). To convey that you are on a secure page, Netscape 3.0 and earlier versions put a small icon of a key in the lower left_hand screen, and Netscape Communicator and Internet Explorer use a padlock icon at the bottom.

Questions

Please let us know if you have any questions or feedback regarding Internet security. You may e-mail us at customercare@deandeluca.com or call 800.221.7714

What are my shipping options?

Next Day Next business day
Next Day Early AM Next business day by Noon
Second Day 2 business days
Express 3-4 business days
Standard 7-10 business days

All items are shipped from our fulfillment center in Wichita, Kansas, our wine warehouse in Napa, California, or directly from our purveyors. We strive to ship orders the same day they are placed, but in some instances orders may require 2 business days to ship. The shipping process for each location is as follows:

For items shipped from our fulfillment center:

  • For ground shipping, orders placed by Friday at 4:30 p.m. Eastern Standard Time (EST) will ship that day.
  • For express shipping, orders placed by Tuesday at 4:30 p.m. EST will ship that day. Orders placed after that will ship the following Monday.
  • For overnight delivery (both regular and early a.m.), orders placed by Thursday at 4:30 p.m. EST will ship that day. Orders placed after that will ship the following Monday.
  • For overnight delivery on Friday, customers can choose Saturday delivery for orders placed by Friday at 4:30 p.m. EST.

For wine orders:
  • For ground shipping, orders placed by Friday at 7 p.m. EST will ship that day. Orders placed after that will ship the following Wednesday.
  • For express shipping, orders placed by Wednesday at 7 p.m. EST will ship that day. Orders placed after that will ship the following Monday.
  • For overnight delivery (both regular and early AM), orders placed by Thursday at 7 p.m. EST will ship that day. Orders placed after that will ship the following Tuesday.
  • For overnight delivery on Thursday, customers can choose Saturday delivery for orders placed by Thursday at 7 p.m. EST.

For more information see Shipping.

 

Which shipping company do you use?

We ship via United Parcel Service (UPS). You can track the shipment of your package directly with them at www.ups.com or by calling800.742.5877 (800.PICK.UPS).

Where do my online, telephone and catalog orders ship from?

All items are shipped from either our fulfillment center in Wichita, Kansas, our wine warehouse in Napa, California, or directly from our purveyors.

Do the retail stores ship products?

Yes, our retail stores will ship any product they carry.

Do you ship to PO Boxes, APO/FPO or international addresses?

We are unable to ship outside the 50 United States, to PO Boxes, APO's or FPO's. Orders to Hawaii and Alaska must be placed directly with a representative. Please call 800.221.7714 for assistance.

How can I learn more about your corporate gifts?

Please either e-mail our Corporate Gifts department at corporate@deandeluca.com or call a representative at 877.826.9243.

For telephone assistance, call our corporate customer care associates at 877.826.9243. For online assistance, please see Corporate Gifts or e-mail us at corporate@deandeluca.com.